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Strong employer brand, metro Bangalore location, and mid-level experience increase applicant competition.
Role requires specialized CCaaS, telephony, and agentic AI experience, reducing cross-industry transferability.
Explicit 5–8 years plus mandatory CCaaS, NLU, LLM, and integration experience narrows candidate pool.
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Design, build, deploy, and maintain conversational AI systems (chatbots/voicebots) and agentic AI solutions on CCaaS platforms, focusing on end-to-end lifecycle ownership from conversation design through post-go-live optimization.
Implement integrations of AI agents with CRM, ticketing, telephony, and backend systems using APIs, middleware, and webhooks to support contact center operations.
Monitor bot and LLM agent performance, optimize NLU models, troubleshoot production issues, and collaborate with cross-functional teams for solution delivery and operational excellence.
5-8 years of relevant experience in conversational AI development and CCaaS platform usage.
Bachelor's or Master's degree in Engineering/Technology from a premier institution.
Hands-on experience with at least one CCaaS platform such as NICE CXone, Genesys Cloud, Amazon Connect, Five9, Avaya, or Twilio Flex and NLU engines like Dialogflow, Amazon Lex, or Microsoft Bot Framework.
Proficiency in Python or JavaScript/Node.js for scripting, integrations, and agent tooling; oral and written English proficiency.
Strong multidisciplinary technical expertise combining AI/ML, software engineering, and telephony integration within contact center environments.
Demonstrated ability to own full conversational AI solution lifecycles independently, including design, development, testing, deployment, and post-live tuning.
Experience working in Agile/Scrum teams with exposure to DevOps, architectural reviews, and quality management processes in complex enterprise contexts.